AccountId: 011433970860
ContactId: c1e3cca3-431f-4483-9b16-1eea6e7667d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219789 ms
Total Talk Time (AGENT): 130235 ms
Total Talk Time (CUSTOMER): 77924 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/c1e3cca3-431f-4483-9b16-1eea6e7667d1_20250204T14:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][POSITIVE] Good morning. This is [PII] in customer service. I have Mr. [PII] on the line who is willing to have an explanation of his benefits. Is that something you can help me with?
[AGENT][NEUTRAL] He wants, he wants and he will be sent to him. Is that what he wants?
[CUSTOMER][NEUTRAL] He wants to know about his benefits so he can schedule an appointment with his dentist.
[AGENT][NEUTRAL] Oh, yes, yes, go ahead and give me that policy number.
[CUSTOMER][NEUTRAL] Alright. Policy number is 25.
[CUSTOMER][NEUTRAL] 95.
[CUSTOMER][NEUTRAL] 096.
[AGENT][NEUTRAL] And I have the insured on my line. Is that correct?
[CUSTOMER][NEUTRAL] Yes, Mr. [PII]. I already have I already have verified his date of birth and address. I will be um sending an ID card to him as well.
[AGENT][POSITIVE] Yes, exactly.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, go ahead and give them to me then and have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And that's something.
[AGENT][NEUTRAL] Do I have do I have [PII] on my line?
[CUSTOMER][POSITIVE] Yes ma'am, how are you?
[AGENT][POSITIVE] I'm doing just fine. How about you today, [PII]?
[CUSTOMER][NEUTRAL] I'm well.
[AGENT][NEUTRAL] Good. OK, she was saying that you wanted some uh benefits about your dental plan. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alrighty, let me, uh-huh.
[CUSTOMER][POSITIVE] I was really just, she gave me my policy number, which is more than I've gotten so far, so that's good and I just wanted to know like providers within my network so that I could schedule a dental appointment as soon as possible.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Right. Yes, sir. OK, let's see what network, OK, you're in Carrington PPO network. You have a, a pen so you can write this phone number down because you can actually call your PPO network Carrington, the number I'm fixing to give you, and they can actually tell you what uh dentists are in your network that is um in your area where you're at now.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] OK, that's perfect. I have a question.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Is my policy number the same as my member ID?
[AGENT][NEUTRAL] Yes, that's 02595096.
[AGENT][NEUTRAL] Yes, that's gonna be your ID number, your policy number. Go ahead.
[CUSTOMER][NEGATIVE] Is it a 0 she gave me.
[CUSTOMER][NEUTRAL] She gave me 259-5096. Should it be a 0 in front of that?
[AGENT][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] Well, it's gonna be a 0 in front of it, but you don't have to have it because we're automatically gonna put it, but either way.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, mhm. Yeah. Now your PPO network name is Carrington Network and their phone number, uh, [PII] is going to be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Now I do see that your plan went in it, it went into effect yesterday, which is [PII]. You are current and active, of course, but I must advise no verification of coverage is a guarantee of payment on the claim. But yes, sir, you can call that network and go ahead and get you um something scheduled for uh for a dentist in your area.
[CUSTOMER][POSITIVE] OK, that sounds good thank you very much.
[AGENT][NEUTRAL] Uh yes, sir. And is that all that I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] That should be it.
[AGENT][POSITIVE] OK. Well, thank you so much for calling APR and you have a great rest of your day, OK?
[CUSTOMER][POSITIVE] You as well thank you very much.
[AGENT][POSITIVE] Yes, sir. Thank you. Bye bye.